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  • 1.  New to Pure Cloud - Questions

    Posted 06-19-2025 10:57
    No replies, thread closed.

    We are currently starting to migrate a few departments off of Pure Connect and onto Pure Cloud. I have been taking the Genesys Online self-study courses. I recently have been granted access to our production environment so I can build some test Campaigns. First, I built a simple preview campaign with a simple agent script, test queue and contact list. Turned it on and went on queue and it worked, started getting calls. Great. The next campaign I built was an agentless campaign. Used same csv for new contact list, built outbound flow in Architect, a call response to point to that call flow. When I turn it on doesn't work, I do not receive a call even though progress shows calls made. Don't know what I am missing or what I am doing wrong. 

    Any tips on Pure Cloud are greatly appreciated, looking forward to work on Pure Cloud. 

    Thank you.


    #Outbound

    ------------------------------
    Vito Denaro
    Telecom Engineer
    ------------------------------


  • 2.  RE: New to Pure Cloud - Questions

    Posted 06-19-2025 11:22
    Edited by Vito Denaro 06-20-2025 10:41
    No replies, thread closed.

    Mis-read originally, sorry. I'm having the same issue when trying to create one. On the contact list, the system is tagging the contact with "ININ-OUTBOUND-STUCK-INTERACTION" which tells me something might be happening at the edge level. The configuration is very basic for these.

    I'm opening a ticket with care out of curiosity. Will post results.





  • 3.  RE: New to Pure Cloud - Questions

    Posted 06-20-2025 08:53
    No replies, thread closed.

    Thanks for the reply. We are not using an Edge, we are using BYOC. The lines work since my Preview Campaign works. I was thinking maybe the Outbound Call Flow so looked up how to test the flow but I don't have the Debug option under Publish. Looked at the Contact List and all numbers are callable.



    ------------------------------
    Vito Denaro
    Telecom Engineer
    ------------------------------

    Original Message


  • 4.  RE: New to Pure Cloud - Questions
    Best Answer

    Posted 06-20-2025 09:49
    No replies, thread closed.

    Vito,

    You can export the contact list after it has run through.  It should provide you with some information as to why the calls were not going through.  It should record on each line why it couldn't place the call.  

    Thank you,



    ------------------------------
    Jason Tripp
    Business Technology Solutions Architect
    ------------------------------

    Original Message


  • 5.  RE: New to Pure Cloud - Questions

    Posted 06-20-2025 09:54
    Edited by Vito Denaro 06-20-2025 09:57
    No replies, thread closed.

    Jason, thanks I will do that.

    Edit: Just did that and I get the same result as Caleb mentioned in his reply.

    ININ-OUTBOUND-STUCK-INTERACTION



    ------------------------------
    Vito Denaro
    Telecom Engineer
    ------------------------------

    Original Message


  • 6.  RE: New to Pure Cloud - Questions

    Posted 06-20-2025 10:30
    No replies, thread closed.

    Vito,

    I'm not an expert in Agentless campaigns, but you do have to select a site for these calls.  Two things I would look at, make sure that you selected the correct column for the phone number in the contact list.  I've imported hundreds of contact lists for preview campaigns, and I've accidentally made that mistake more than once.  The second thing I would do, copy the number from the contact list and go to the site you have associated to the campaign and simulate the call.  If it's successful, then I would suggest opening up a ticket with support.  If it is unsuccessful, you'll need to check your number plans, and make sure it can resolve the number format you are using to dial out.  

    Thank you,



    ------------------------------
    Jason Tripp
    Business Technology Solutions Architect
    ------------------------------

    Original Message


  • 7.  RE: New to Pure Cloud - Questions

    Posted 06-20-2025 10:40
    Edited by Vito Denaro 06-20-2025 11:05
    No replies, thread closed.

    Thanks again Jason. We are still in the early stages of the configuration and only a few users were added, the project team and some admins. My manager just wanted to try and build a couple of campaigns since they are totally different than Pure Connect. I have been doing the Genesys Beyond courses, so I am used to the new interface.



    ------------------------------
    Vito Denaro
    Telecom Engineer
    ------------------------------

    Original Message


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